Event Experience Manager
About The Position
The Event Experience Manager manages event execution, including planning, day-to-day coordination, and exit strategies. The role serves as a meeting-planning advocate and liaison to operational departments, ensuring hotel products and services are delivered on site according to conference group plans and create a positive meeting experience. The manager uses software to produce program documents, advises clients on event status and changes, and maintains program knowledge by attending planning meetings and conference calls and reviewing group resumes and banquet event orders before arrival. The role partners with the conference planning team to identify and resolve issues, attends planning visits and event-related meetings, proactively addresses potential meeting or room-set problems, and verifies that room conditions and equipment meet client expectations. The role also provides customer service throughout the client experience, communicates event details to clients and property operations, responds to guest problems and complaints, and uses judgment and feedback to improve the experience and suggest alternatives where needed.
Requirements
- High school diploma or GED and 3 years of experience in event management or a related professional area; alternatively, a bachelor's degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 1 year of experience in event management or a related professional area.
Responsibilities
- Manage all aspects of event execution, including planning, day-to-day coordination, and exit strategies.
- Serve as a meeting-planning advocate and liaison to operational departments.
- Assist with coordinating convention group plans and catering needs with required operational departments.
- Verify on-site delivery of hotel products and services according to conference group plans.
- Use software to generate program documents, including pass-on reports, Banquet Event Orders (BEOs), post-convention reports, and change logs.
- Advise clients on event and function status, pending items, and action items, and coordinate necessary changes.
- Maintain program knowledge by attending planning meetings and conference calls and reviewing group resumes and BEOs before group arrival.
- Partner with the Conference Planning team to identify and resolve issues.
- Attend planning visits, welcome receptions, tie-down meetings, and internal meetings related to security, parking, or production.
- Proactively resolve potential meeting or room-set issues.
- Use available resources to meet client requests or resolve client issues.
- Verify that lighting, temperature, AV equipment, and room setup meet client expectations.
- Deliver excellent customer service and encourage other employees to do the same.
- Communicate event details verbally and in writing to clients and property operations.
- Respond to and handle guest problems and complaints.
- Use personal judgment and expertise to enhance the client experience.
- Remain available to solve problems or suggest alternatives to previous arrangements.
- Improve customer service by incorporating feedback and personal judgment into action plans.
Benefits
- Career opportunities beyond those of a traditional hotel.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
